Freedom Roofing Company

Boulden Brothers does not own the propane system at [redacted] [redacted] We simply provide gas to the tank, read the meters, and bill for the gas that the meters show has been used If Mr [redacted] has concerns abouthow much gas he is using he needs to direct that concern to the apartment complex If they agree that the usage is not in line with other apartments they will direct us to change out the meter.We read meters on or about the 28th of each month and statements are printed and mailed within business days of the end of the month April’s statement, a copy of which is attached, was mailed May 5th Payments are due in full the 20th of each month Mr [redacted] and his roommate had not made a payment since 4/2/which was for February’s meter reading and were over two months in arrearsBefore we disconnect service we hand deliver a door hanger notification, which was done on 5/7/ Since we did not hear from Mr [redacted] or his roommate the gas was turned off on 5/19/ Mr [redacted] called in on 5/19and was belligerent to our staff and used some foul language which we will not tolerate We don’t know where Mr [redacted] claims he saw a charge of $to restore service Attached are copies of the intro letter to all tenants showing our billing policies which clearly states $ We have also attached a copyof a disconnect notice which again shows $We are willing to split the $lock out fee which would leave a current balance due of $116.39, which would need to be paid prior to us restoring gas service Mr [redacted] can call [redacted] at [redacted] to make payment and arrange for his service to be restored

Client was given an estimate for $to replace a section of drain line under concrete, and was authorized and completedI have attached the signed copy of the estimate and invoice with the acknowledgement of the work completed to satisfaction

The customer supplied faucet does not fit correctly in the customer's sink and we were not able to install it properly for all functions to work The client was upset that we could not install it and insisted that we continue to try to get it to work Since we were unable to install it properly or guarantee that we could install it properly we offered a 100% refund of the amount to install the customer supplied faucet Our computer system does not allow us to itemize our invoices to the clients, but I have attached a screen shot of our system where you can see the tasks and the costs associated with them You can see that the charge was $to install the customer supplied faucet and we will refund that amount to the client The client should receive the refund 7-days

The image we provided is not an invoice it is a view into our system showing the itemized costs We have offered and processed a full refund for the $the customer paid for the customer supplied faucet

We do not give itemized invoices or breakdowns for time and material Our pricing is by the job, and the tasks required to complete the job.The client spoke with multiple people in our organization expressing her concerns on the price, and that she feels that we were taking advantage of her with the price She stated she expected the bill to be a couple hundred dollars, after explaining how our pricing works we offered a one time discounted price to satisfy a customer The client still was not happy and wanted to speak with the managers supervisor During that discussion the client stated how she felt about every person she has talked with, and that we were taking advantage of her We explained the technician should have had written authorization prior to performing any work, but because she was so verbally adamant that he “just do the work”, he completed the work without written authorization and just the verbal authorization We advised the client that in the future we will require that all work be authorized in writing, and payment authorized prior to any work is performed to protect her and the company and to insure there is no miscommunication.We have processed a refund for the discounted amount and the client should be receiving it in the mail in 7-days [redacted] ***Boulden Brothers Plumbing, HVAC, & ElectricOperations Manager

We received Ms [redacted] call on 10/4/informing us she was moving 10/6/ A final meter reading was done on 10/7/ On 10/20/a credit refund was processed for $($deposit minus $balance on the account) Normally we process refunds in to weeks However, the person that signs the checks was on vacation last week so no checks were printed Checks will be printed by 11/2/and mailed by 11/4/16, including Ms [redacted] refund check which will be mailed to [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint All repairs were declined becausr no explanation was given as to how under theirinspection and maintenance was any of the admitted list of problems sited, detected, or servicedEven as noted, upon inspection only parts were suggested for replacement, none which were the motor, the coil, or a need for coolant, but when moving forward with the inintial repairs, NOW its this, that, & the other...none of which was noted, mentioned or caught by your technician in the initial inspection just 3-weeks priorAt that point the purchase of a new system was beginning suggested due to cost of repairsHowever as the home owner I needed questions answered before moving forward with any continued business with Boulden because it had become apparent that Boulden and its technicians had been giving no and/ or subpar service, had not honored the total care agreement with any integrity or professionalismI was not going to invest any more time and money with this company unless they could answer those question, to which I received no responseIn addition, I reiterate that upon gathering other options and quotes from other industry professionals I learned that my initial install, also performed by Boulden, was subpar as well and the system has documented recalls and problems specifically with the coil that I was not notified of prior to or even when I asked about concern or problems with the system, again very unethical practices and behavior, that consumers should be protected againstPerhaps a case for the Attorney General's OfficePlease advise Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]

Hello, We truly do wish to satisfy Mr [redacted] however we only use one mail sourceThis is the only letter we have sent outPlease have him provide the document he has to we can see if he is thinking of the correct company

Hello, I have reviewed the clients file from the initial call to the very last call that took place on 11/with Mrs***It is our practice to advise each and every client that we will call you prior to dispatching a service technician to your homeWithout that confirmation call to
make sure that someone will be home for our technician, we can not dispatch anyoneMr*** was scheduled from 8-pm on 11/Our HVAC Manager attempted to call at 10:am and was not able to receive confirmation that anyone would be home and so the technician had to be sent to the next jobWhen Mr*** called back, we advised that we could be there that day it would be after pmMrs*** then called in and stated that she would not be available until after pmWe did advise her on a recorded line that we could make those arrangements for her, but we could not guarantee any specific time frame at that point, just that it would be after pmMrs*** said she did not have a problem with that, she just needed to get her errands done and would be home at pmWe also offered to reschedule for a different day if that would be more convenient, and Mrs*** did not want to do thatWe apologize for the confusion regarding the confirmation call, and would like to offer you $in Boulden Bucks to you for your inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I recently saw an email from you on my complaint. I responded to reject their claim, but inadvertently passed the page to explain my rejection. Now I cannot edit it. Boulden Brothers is stating that I should provide the flier, when my last response explained that the salesman took the flyer from my home, as Boulden well knows. For him also to insinuate that I am too stupid to know what business I was referring to is insulting. I do not lie, cheat or steal and will not have someone else do that to me, let alone all three which Boulden has done. They falsely advertised their service, warranty and costThey do not deserve the rating you have given them. If you need me to put this in the complaint, please unlock it so that I can do so. No matter the results, that flier will appear again within my network and I will hand deliver it, if for no other reason, than to prove their lie that the letter is their only advertisementThank You

The clients's HVAC system is covered under a parts and labor warranty for a period of years from the date of the installation The client is responsible to pay our destination fee for us to come to the home and diagnose the problems, any repair that is covered under the limitations of the manufactures warranty are covered at no additional charge The client may utilize our services or any authorized dealer to perform warranty repairs. The client was incorrectly charged for a warranty repair and was refunded when it was brought to our attention Check number was mailed to the client

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In response to Boulden Brothers comments, the issue here is that the sale of this heat pump is detailed on a contract between Boulden and myself. No where in this contract does it state that there will be a destination/diagnostic service charge for repairs under the warranty. Boulden is trying to add costs which are not specified in the contract and this destination/diagnostic charge cannot be allowed. Please note that they did not comment on their attempt to charge me $for a defective part covered by the warranty, or their failure to install a new air conditioner in August at no charge, until I challenged these costs. These are confirmed breaches of our contract just as the $destination/diagnostic service charge and they should refund this as well

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Boulden did not send this letter to me It was a 5xflyer that offered off the price and they were giving me years parts and labor As stated even in their letter they submitted to you the system to Since I paidfor the system, where is the savings Additionally, they are not giving me a warranty the manufacturer is Their selling point against a similar company offer was this warranty and the savingsThey never said I had to have a maintenance agreement That is why they emailed the warranty and the salesman palmed the flyer as he left the house Their response stated they explained all of this and I would not hear it.All they explained on the phone to me was their excuses why I was not told any of this They in fact acted like I was stupid for not knowing these things I want the refund of the saving stated in the flyer andin their letter that they provided to you Have them show you the flyer they sent out and not this letter which I was never given This was bait and switch from start to finish with the salesman additionally,repeatedly stating the warranty THEY would provide, as to why I should not go with the other company offering the same system for dollars

It is our policy to note all customer communication in our computer system and there are no notes that the customer called to dispute the conversion fee. The original technician that was dispatched was not able to complete the conversion. I just spoke with the tech that was dispatched to finish the job and he stated that he stayed past our closing time to complete the job and that he did complete and test the conversion In an effort to resolve this we are willing to accept 50% of the amount due, or $362.42. We have not yet received pictures of the damage to the customer’s yard so I cannot address that issue except for saying we will spread topsoil and seed once we receive proof of said damages

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. All damage to my base cabinet was due to the installation of an incorrect part and subsequent leaking of water from this incorrect part installed by a Boulden Brothers PlumberDuring follinspection by a second Boulden Brothers plumber, prior to the actual repair being made, no mention was made ( I have his invoice to prove this point) of a leak that was not asociated with the initial repair.I expect to have repairs made to my base cabinet that are the result of poor quality initial installation of the water treatment system

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards, The technician never said we had multiple leaks in the coil or I would of never had him puy $500+ in the unit knowing it would leak out
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The client called with the following information in regards to scheduling an appointment for a plumber: "DrainPipe broke bathroom is getting water in bathroomShe was plunging the tub and the pipe came looseHas another clogged drain as well in another bathroom."Our plumber recommended
replacing the waste and overflow to repair the leaking and clogged tub drain, and also recommended removing the and clearing the other bathroom's sink trap The client authorized the repairs and the work was completed, the client used a $off coupon.I have attached the invoice showing the approval and the acceptance of work after the repairs were completed.We received a complaint call later that the client expected all of the pipes to be replaced and sent us a picture of the pipes in question The client is asking that supply lines should have been replaced when we repaired the drain line The supply lines were not recommended as they were not needed nor part of the drain problem

We were unable to determine if there would be any damage to the neighbors property until after the utilities were properly marked Our plumber should have explained that process to the client We will refund the $cancellation fee for customer satisfaction We will process
the refund and the client should receive a check in 7-business days

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
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